Long wait / No response on application

I submitted an online application for a One Account on 23 March. After getting no response I called to follow up on 27 March and was advised that my consultant Mwenya would call me back. When he called he advised that I had to submit my ID (my mistake that I forgot to attach it to app), I promptly mailed thia through. On 31st I still no further response so I contacted Mwenya again and he advise that these was again additional documents needed, I promptly sent these through. I again got no response and followed up with the call center after trying to contact Mwenya on 7 April. I escalated at that point and finally the application moved forward and a valuation was done. <br> It took until 13 April to finally get a quote. Thats 13 working days! I had a few questions on the quote and Mwenya was quick to respond on these, however there were parts of the quote that I requested be reviewed on 16 April, Mwenya advised on the same day that he had sent my request. I have again had no further response (9 work days) and have tried both email and telephone to follow up with no luck. Please advise urgently as I would like to make a decision on the way forward